Assistant Dir, Guest Services

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500383 Social Work & Pt Fam Svcs-Mgmt

Work Shift:

UR - Day (United States of America)

Range:

UR URG 113

Compensation Range:

$77,216.00 - $115,824.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

General Purpose:
Manages and monitors operations and systems for the Guest Services Program. Sets policy and procedure and develops appropriate staff schedules to meet hospital expectations. Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base. Monitors and ensures that all Guest Services functions are completed in an accurate, efficient and customer-focused manner. Oversees all operations and personnel-related matters, including training, compliance and performance evaluations. Will participate in on-call rotation.

ESSENTION FUNCTIONS:

Leadership/Management

• With great latitude and independent judgment, oversees operations and systems of the 24/7 Guest Services Program
• Directs and oversees daily operations of the Guest Services Program
• Exhibits experienced level leadership skills and the ability to set high standards of performance and coach employees to continued success
• Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals
• Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base
• Serves as direct supervisor to 70 + employees ensuring proper coverage is maintained at all Guest Services posts 24 hours a day, 7 days a week.
• Manages operations to ensure adherence to service level standards and company policies/procedures
• Makes rounds to all ancillary areas (Cancer Center, Patient Discharge Mental Health and Wellness, Eastman Dental, Emergency department, 4-1200, 4-2800, Golisano Children’s Hospital) to ensure standards of the department are met
• Collaborates with interdepartmental leadership to resolve questions or concerns. Resolves high level, escalated patient issues, speaking with administrators, physicians, nurses as needed to insure patient needs are met and within scope of service.
• Responds directly to escalated customer service issues, RL solutions and other related concerns with Guest Services team
• Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service.
• Utilizes good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints; determines when situations warrant escalating to Patient Relations, Public Safety, or senior leaders within the health system.
• Alerts Senior Director to disruptions in automated activities and/or systems that impact service or department’s operation such as E-record, Lobby Track.
• Manages the maintenance and safety of equipment including Golf Cart, Electric Wheelchair Mover, Electric Patient Transporter
• Ensures other department systems (Lobby Track, phones, computers, printers etc.) are working properly and necessary tests, maintenance and system backups are completed.
• Maintains operational equipment, signage and related employee tools
• Troubleshoots and resolves departmental computer problems.
• Participates in the after hour on-call rotation to assist staff with problem solving, scheduling needs, sick calls, etc.
• Creates, writes and manages changes in the weekly schedules, makes adjustments to schedules as needed and approves Guest Services team Time off requests
• Effectively utilizes When to Work application and Lobby Track systems to analyze data and resolve issues that affect staffing or visitation concerns
• Completes and authorizes weekly payroll
• Ensures resolut